I am on a cruise ship right now. I think we are about 5 miles from Jamaica (Best guess). I took all the kids (Yes all 5 of them – even the 4 month old) and my wife on a 7 day cruise to “get away” for a bit before the Christmas rush took us all in.
The cruise is fun, but being cramped in a “suite” for 7 days get old after a while
I wanted to write today about what my children perceived as “unhelpful” people on our cruise ship. Some personnel on the ship were unable to help us with certain things that we needed, and at other times were completely unavailable when we needed information etc. The truth is the people were wonderful and extremely courteous and nice. The reason they were unable to help us was because the ships management had put the personnel in a position where they could not help the customer. Sometimes staff didn’t work between certain hours, other times I was told, “We can’t do that.” and when I asked why we were told they “weren’t allowed to do that”.
This is very common in the business world. How many times have you been to a business where you have said to yourself, “Why don’t they just do this, it would make it so much easier for them and us!”. It really got my thinking. How many times have I not looked at problems from the customers viewpoint. This one thing is so important that is baffles me how some businesses keep on ignoring the customer. I personally am an extremely demanding customer and hence demand superb service from business that I partner with and contract with. This being the case, do I provide superb to our customers?
The answer is a solid YES and NO. Frankly, because of our enormous growth our service has suffered in the last month or so. This is especially painful for me because I care so much that it is perfect. We are not one of those companies that will allow the customer to suffer so that the company can “profit”. We simply can’t find and hire people quickly enough. We are trying to hire at least 20 new support engineers in the next 30 days to bring things up to the level of excellence that I would expect for myself as a customer.
In the past we were excellent in the support arena. We spent the time necessary to make our clients feel our desire to solve their problems. We have to get back to that point and it will take a lot of people and great training to make it happen. We are getting there, but we aren’t there yet. I hate to say that, but it is true. We need 30 more days to get things back on track.
Management and responsibility to the customer are what make or break a business. Management has to enable employees to resolve customer concerns not impede them. Great people, given the proper tools, will propel any business to the top. Give your employees the resources to make your business succeed whether that is more people, better equipment, training, etc.
Matt Heaton / CEO Bluehost.com